Skills Obtained in the IT roles• Windows and Mac OS troubleshooting• Active Directory and Exchange Management• Cloud platform management (AWS, Azure, GCP)• Network and firewall configuration• IT Service Management (ITSM)Roles and responsibilities:• Systematically interprets user problems and identifies solutions and possible side effects.• Uses experience to address user problems and interrogates database for potential solutions.• Escalates complex or unresolved incidents.• Records and tracks issues from outset to conclusion.• During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.• Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.• Maintains records, informs users about the process and advises relevant persons of actions taken.• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.• Resolved 150+ support tickets per month, resulting in a 95% satisfaction rate from customers.• Developed and delivered training materials to improve the technical skills of the support team